Lone Star Toyota of Lewisville

Horrible & Unacceptable Customer Service We recently visited Toyota of Lewisville and had an extremely disappointing experience. My husband and I were shopping for a new 2014 Avalon XLE or XL We recently visited Toyota of Lewisville and had an extremely disappointing experience. My husband and I were shopping for a new 2014 Avalon XLE or XLE Premium. We were in Lewisville, TX and decided to visit the dealership and we met one of your car salesmen, Jack Mitchell. During the initial conversation, we told Jack that we were looking for an Avalon XLE with either a white or black exterior with an almond interior, and we also briefly inquired about an Avalon XLE that was on the floor which met our preference of a black exterior combined with an almond interior. Jack did not acknowledge our interest in the Avalon model on the sales floor, instead he hurried to get the keys to another vehicle. On his way out to bring the car over, he advised my husband that he found ‘OUR’ car, and my husband asked about the color, and while walking away from us, he stated ‘You will see when I bring it over.’ To our surprise and disappointment, Jack brought over a grey colored Avalon XLE Premium with black interior, which was close to being the opposite of what our stated preference was. We also advised Jack that the car that he brought for us to see was not within our price point, and we would not want to pay that amount for a car that did not even meet our preference. At that point, Jack asked for the first time in our interaction with him what our price point was, and we advised that our price point was around $28,500. Immediately, Jack got noticeably agitated and said to us twice, “WHY WOULD YOU INSULT ME LIKE THAT?” My husband and I were taken aback by having such a rude comment and reaction directed to us. Although we felt insulted, we attempted to continue our conversation with Jack as we were extremely interested in the black Avalon with almond interior that was on the floor and would have been willing to consider raising our price point to a negotiable amount. However, Jack was not even willing to speak with us anymore, and discouragingly said he did not have any idea what the price was for the Avalon on the floor. We proceeded to advise Jack of the rates in the DFW metroplex that we had found for 2014 XLE Avalons, and Jack became even more agitated and said to us “WELL, GO AHEAD AND GO TAKE ADVANTAGE OF THEIR DEALS”! At that point, we were thoroughly insulted by Jack, his tone, his behavior and reaction. We forgot at that point that Jack had given us his card earlier, and we asked Jack for his name as we forgot it, and Jack responded “IT DOESN’T MATTER AT THIS POINT.” I cannot imagine that I would have come across such a disrespectful and unprofessional person as Jack. Both my husband and I are professionals who work with highly recognized global firms, and to have experienced such misconduct from a brand that is highly respected was most appalling, disappointing and simply unacceptable. My husband and I decided to report this incident to the dealership management the day after visiting the dealership, and we spoke to Rebecca Robinson. We requested the email ID of the General Manager from Rebecca, and instead of Rebecca providing this information, she sent us an email stating that her Sales Manager wanted to speak to us and if we could call him. We attempted to call the Sales Manager, Tom Vodicka, twice and never received a call back from him. Please note, we also never received the email ID of the General Manager. Needless to say, we are beyond disappointed with the customer service experience and how our issue has been handled from everyone we have had interaction with at your dealership. Is this the level of professionalism that is expected from your dealership? Is this an acceptable method of conducting business at your dealership? We have had positive experiences in the past at other dealerships, and because of this we currently are the owners of two Camry SE vehicles, and throughout our family, we drive Toyota vehicles. Toyota is known worldwide as a respected brand with the highest level of service and quality, and I can undoubtedly state that your dealership is most definitely the worse that I have ever visited and not a true representation of the Toyota brand. We will not be recommending this dealership to any of our friends and family, or to anyone reading this post. More

Pretty Darn Good Jack Mitchell was my salesman, and we got along well. I almost got the exact price and trade-in I wanted, and that was close enough. You try to get Jack Mitchell was my salesman, and we got along well. I almost got the exact price and trade-in I wanted, and that was close enough. You try to get the best price, but they have to make a living too. Jack worked with us and was friendly throughout. The finance officer was named Ermin Komic and he was a pleasure to deal with. I told him what I wanted and what I didn't want, right up front, and he honored my situation totally. He was a pleasure to talk with. Buying a new car is always a bit of a hassle, but with the right guys it is not nearly so painful. I recommend this crew totally. Jack....I ran out of time, and I think you owe me a taco for missing breakfast. More

Top experience - Highlander I had been in the market for a Highlander over the past 3 months. After a very poor experience at Denton Toyota, I stopped pursuing and decided to w I had been in the market for a Highlander over the past 3 months. After a very poor experience at Denton Toyota, I stopped pursuing and decided to wait until next year. I had my other vehicle in for regular maintenance service at Toyota of Lewisville and decided to wonder into the Sales area to give it a chance. Jack was professional from the start. I shared the homework I had done on the Highlander so did not need a "sales" speech. He approached me with wanting to understand exactly what was important to me on the Highlander so he could find one at the price I needed. After listening to me, Jack came back with Tom ONCE (none of the back & forth) and provided me a fair, reasonable price that I took. Jack kept me updated daily via email/calls/txts and delivered on the day he originally stated that the vehicle would be onsite for me. It was an easy process, straightforward, and honest. This is the way car buying should be! More

Excellent Experience Knowledgeable and friendly, the staff worked with my frequent delays in completing the sale with absolute class. I would highly suggest them, they w Knowledgeable and friendly, the staff worked with my frequent delays in completing the sale with absolute class. I would highly suggest them, they will find exactly what you need. More

Fast. Friendly. The first Toyota I've bought and a great experience with Jack and the dealership. Jack was a pro and handled most everything via email and a few call The first Toyota I've bought and a great experience with Jack and the dealership. Jack was a pro and handled most everything via email and a few calls. Great service throughout the process. More

Love my Highlander I love my Toyota Highlander. It is everything I wanted. Jack helped me pick the car suited for my needs. He was wonderful and patient with my kids. He I love my Toyota Highlander. It is everything I wanted. Jack helped me pick the car suited for my needs. He was wonderful and patient with my kids. He did an excellent job teaching me how to use all the electronic features. He set up my iPhone and made sure I knew how to use the multiple features on the radio, audio and navigation systems. He can also converse on a more sophisticated technical level with a teen. :) He has been just as friendly and dedicated to helping me now that I own the car. More

Jack Mitchell delivered a great car buying experience. Jack was a true professional who took my call and emails before visiting the dealership and was attentive to my requests and requirements to come look Jack was a true professional who took my call and emails before visiting the dealership and was attentive to my requests and requirements to come look at a car. I asked not to be "sold" or "talked to like I had to buy" and he was able to walk me through a car purchase that took very little time. No games, good service I was out the door with a new purchase. Thanks Jack for treating me like you would expect to be treated if you were buying a car. Chuck Roach More

Friendly and fast Jack Mitchell did a great job showing me and explaining everything about my Prius. He made the sell low stress and easy. He also cleared up a misunder Jack Mitchell did a great job showing me and explaining everything about my Prius. He made the sell low stress and easy. He also cleared up a misunderstanding I had with the finance department and I was thankful for that. I will send any friend or family member back to Jack he took care of me. More

Jack Mitchell = Great Experience I purchased a 2015 Tacoma from Jack and he was great to work with. The internet price on the truck was already good and we agreed on a fair price for I purchased a 2015 Tacoma from Jack and he was great to work with. The internet price on the truck was already good and we agreed on a fair price for my trade-in. Jack worked very hard to get me the best trade-in value for my vehicle and in short order we made a deal. I highly recommend Jack Mitchell. More

Great Experience To sum it up. I had an amazing experience. Both individuals made my sales transaction smooth and easy everything from the sale to financing. I will de To sum it up. I had an amazing experience. Both individuals made my sales transaction smooth and easy everything from the sale to financing. I will definitely be back to purchase my next vehicle. Thank You Toyota of Lewisville More